DINESH JANAGAM
Nashville,TN
Summary
Overall 9+ years of experience in all phases of Software programming, and ITSM process implementation that includes requirements gathering, analysis, design, development, testing, maintenance, and migration. Experience in configuration and implementation of modules like Incident, Problem, Change, Release, Configuration/CMDB, Hardware Asset, Demand, PPM, Knowledge, GRC, SCCM, Claims Configuration, Facilities, HR, HR Employee Relations, Vulnerability Response, Accounts Payable, Release Management, Service Portal, Agent Intelligence, Request Management, Service Catalog, Onboarding Automation, Manager Portal, Virtual Agent in ServiceNow. Experience in all modules of ITOM. (Discovery, Orchestration, Service Mapping, Event Management) Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations. Complete development, configuration and workflow administration to support business processes in the platform. In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Work with functional and admin teams to deliver automated workflow solutions in ServiceNow. Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications. Experience in Integrating ServiceNow with tools like Dell, Beeline, IAM, Starfish, Workday, Outlook, and other 3rd party applications.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. ServiceNow Administrator / Developer
SSM Health
06.2021 - Current
- Responsible for looking Globally ServiceNow Issues and giving training for Incident / Problem / Change as per business needs and updates
- Responsible for monitoring ITIL Service delivery via process mapping audits and designing procedure
- Providing solutions and standardizing ITSM process in bid management to satisfy customers
- Responsibility for updating dashboard and reporting tool and making it visible to all employees
- Support and maintain complex Gateway interfaces between ITAM, ITSM, CMDB, and other corporate systems
- Designing home pages for Management to give overview of incident/problem/change handling
- Developed new SLAs based on business processes involved which includes creating/updating ServiceNow Calendar to keep in sync with Organizational calendar
- Utilized tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability
- Use systematic approach and wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues
- Respond to broad range of service requests by engaging with end users to investigate, diagnose, and resolve their concerns
- Create and maintain catalog and workspace user experiences and automated process flows of limited complexity in accordance with established standards and best practices
- Created Scheduled Reports for incident, problem, SLA based on business requirements
- Worked with Discovery team to auto populate CMDB
- Taking care of Service Now Support Queue for city employees which includes User administration, Group administration, Role’s administration, Reports creation
- Creating new enhancements in Service Now based on customer requirements
- Updating/Creating new ACL’s for reporting team to access incident metrics, to prevent ITIL user’s from deleting approvals in system etc
- Representing Service Now at Change Advisory Board (CAB) meetings
- Coordinating with ServiceNow to plan maintenance and patching accordingly
- Integrating Nexpose with ServiceNow for auto-incident creation upon vulnerability detection
- Updating SSO certificates for Azure ADFS
- Developing integrations for both inbound and outbound SOAP & REST
- Handling Day-to-day IM / PM and CM tickets per Priority
- Coordinate Problem Management team and Incident management
- As team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating internal HPSM instance with external ServiceNow instance
- Worked on Vendor performance management to evaluate and assigned roles to users
- I Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
- Designed Form Layouts, Workflows, and modules in applications
- Involved in writing Client Scripts and UI policies to make client-side changes as per client requirements
- Extensively used Glide Ajax in client scripts to call Server-Side Script includes
- Conduct employee focus groups to ensure thorough understanding of issues
- Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools
- Responsible to coordinate with escalation management team on Root Cause Analysis for failed changes
- Experienced in Active Directory, Windows Server, PowerShell, Exchange email and Unix systems
- Worked on coordinating and implementing multiple upgrades, clones, hot fixes, and patches of instances
- Worked on improving System Health, Monitoring and Performance of Instance
- Loaded assets into ServiceNow from third party system using Web Services and Import Sets
- Developed Service Catalog that includes creating Catalog Items using Flow designer, workflows, Catalog Client scripts and giving it enhanced view using Service Portal Created database views, metrics to pull reports from multiple tables
- Built Reports, Dashboards, Gauges and Home Pages
- Administration of Development, QA Production Servers
- Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool
- Created different type of Indicators and Breakdowns in Performance analytics
- Worked on creating UI pages using UI Scripts Prepared Test cases, Test Plans, Test Strategy for all testing of new modules and migration
- Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
- Environment: ServiceNow, ITIL, JavaScript, Web Services, XML, DHTML, CMDB, jQuery, JSON, Remedy Web services.
- Performed network security design and integration duties
Sr. ServiceNow Administrator / Developer
Gain well Technologies.
03.2018 - 03.2021
- Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change
- Involved in working and developing ServiceNow plugins and customizations
- Worked on Glide Ajax and Glide Records for scripting and UI actions
- Worked on fixing bugs and doing enhancements for Incident, Problem, and Change management and Service Catalog modules
- Worked on Change Management enhancements and workflow modifications
- Write technical and customer-accessible documentation and participate in delivery of other relevant training
- Proactively maintain technical and functional knowledge applicable to ServiceNow platform
- Worked on and collaborate with cross-functional teams to support and maintain solutions in enterprise-wide production system using agile principles and methodologies
- Collaborate with business users to understand and translate business requirements into functional and non-functional technical requirements Worked on production support for end user issues, requests, and ITSM applications
- Developed complex Dashboards, Reports Export sets, etc
- Worked on creating Catalog, Categories, Catalog Items, Variables, and Variable sets
- Created Maintenance Schedules, Baseline for CIs, and Schedule jobs
- Excellent knowledge of ServiceNow UI tools Service Portal, CMS, etc
- Worked on service now performance Analytics module, involved in configuring incident dashboard
- Configuring Integration Web Services using REST Web Service
- Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement
- Configured Event Management (ITOM) by configuring connector instances and connector Definitions
- Involved in migration between various ServiceNow instances using Update Sets
- Designed, developed, and maintained report portal that provides user access to scheduled reports and report parameters
- Involved in configuring Business Rules, Client Scripts, UI Policies, and Data Policies in ServiceNow
- Assist in import of configuration and asset management
- Created server-side scripts and client-side scripts
- Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM
- Worked on loading data into ServiceNow using import sets
- Worked in production support for all Service-Now and report related issues
- Defined SLA, OLA and Contract for customer
- Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow
- Maintained and administered implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc
- Developed Business rules using Server-side glide APIs Glide Record, Glide Aggregate, Glide Date Time, Glide System, Glide User etc… Worked with Hi ServiceNow team for critical problems and incident tickets
- Worked on configuring Notifications, UI pages, UI Macros, Script Includes, Formatters etc… in ServiceNow
- Worked on PowerShell, Atrium Orchestrator, and other tools to automate range of tasks in OS diverse environment
- Working on VMware realize Automation (VRA) and realize Orchestrator (VRO)
- Performed integrations and process automation using ServiceNow Orchestration
- Working knowledge on Single Sign on (SSO) and event-based integrations
- Created Business Rule, UI Action by using Glide Script
- Worked on LDAP integration to update users and groups
- Thorough understanding of ITIL/ITSM processes
- Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations
- Performed system and integration testing with sample and live data
- Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management JavaScript, ITIL, CMDB, Discovery, UI actions, Ajax, Glide Record, Html, jQuery, jelly script, glide script
- LDAP.
ServiceNow Administrator/Developer
DTE Energy
02.2015 - 03.2018
- Worked on providing solutions to business-related problems/needs and actively participated in implementing solution in ServiceNow
- Lead different projects in organization that involved interaction or development with ServiceNow
- Actively participated and was involved in all ServiceNow-Customer-related monthly meetings and follow-ups
- Assist with training other staff in ServiceNow use and functionality
- Worked on development of uplift projects and enhancements on legacy code/ techniques that were being used in ServiceNow instance
- Implements technology architecture guidelines for technology infrastructure and application development
- Reviews all changes to platform at design level initially and then at code level as part of Change control process to ensure standards have been followed for development and any adverse impact for production move is avoided
- Proficient knowledge on HR Suite and participated in planning of customizing and implementing according to client requirement
- Created Role Based Access Control methodology that helps users and admins to actively request, track grant/remove user’s access various applications across organization by creating tables, order guide and web service integration to system that process request via SOAP call
- Implemented JDBC Export to execute custom SQL queries in target database based on requirement
- Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes UI Actions
- Created Data Sources and used Import sets and Transform maps to import data into ServiceNow
- Created Update Sets to migrate customizations from one instance to another instance
- Created various SLA as per client requirement with Incident Management applications
- Configured and developed flows using Flow Designer
- Created Email Templates and Email Notifications
- Designed Workflows, along with standard Workflow templates which can be reused
- Gathered requirement from stake holders for attributes needed to develop Service Catalog items
- Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP
- Supported team responsible for implementation and administration of ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing
- Developed reports as per requirements from management
- Documented all implementations and best practices defined within team
- Provided training and support to ServiceNow users
- Worked on integration of ServiceNow with Siebel, integrated Service Catalog, and Incident module
- Performing integrations and process automations using ServiceNow Orchestration
- Worked with Orchestration which enables IT organization to automate complex tasks on remote computer reliably and quickly
- Configuring CMDB and maintaining data integrity
- Hands on experience in Various Web Services Integration using REST and SOAP
- Working on UI Macros to create pages as templates on requirement from stake holders
- Working on order guides, to arrange them in sequential order to make user comfortable while raising request.
Education
Master of Science - Computer Science
Silicon Valley University
San Jose, CA12.2015
Bachelor of Science - Electronics And Communications Engineering
JNTU HYDERABAD
INDIA06.2013
Skills
- Angular Js, Java, java script, jQuery, ASPNET, and Perl
- Microsoft SQL Server, Oracle, MySQL
- ASP NET, HTML, CSS, JavaScript, jQuery, Ajax, PHP, XML, JSON
- ServiceNow, HP Service Manager, SDLC
- Eclipse, QTP, SCCM, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script
Certification
- ITIL v3 Foundation Certification in IT Service Management
Timeline
Sr. ServiceNow Administrator / Developer
SSM Health
06.2021 - Current
Sr. ServiceNow Administrator / Developer
Gain well Technologies.
03.2018 - 03.2021
ServiceNow Administrator/Developer
DTE Energy
02.2015 - 03.2018
Master of Science - Computer Science
Silicon Valley University
Bachelor of Science - Electronics And Communications Engineering
JNTU HYDERABAD